Nest Thermostat app claims it goes offline every time I remotely command it

[kholmar]

actually, it happens on both iOS and PC Browser

ok, so , Nest is connected to wifi (verified in thermostat settings), it's online (verified by monitoring it with app), I can see it and monitor it from either the iOS app or a PC Browser.

however, if I make any kind of change, if I change the temperature, if i change the schedule, pretty much any remote command to it at all, boom, it switches to OFFLINE on the app (both iOS and PC Browser).
It's NOT offline though.
for example
I adjust the temperature on the app, the thermostat does NOT change, the app changes to SAY it's OFFLINE.
I can see from the settings on the thermostat that it is both online and 'connected' to the account
it stays this way about 30 minutes, then it comes back up on the app and THEN the change I requested happens.

every...single...time

I even made them send me a new one but that didn't fix the problem

[EdwardT]

Hi kholmar,

Thanks for reaching out. I'm sorry to hear that you're having an issue with controlling your Nest Thermostat with the app. I'd love to know more about this and I have a few questions:

• When did the issue start?
• What type of Nest Thermostat do you have?
• What are the troubleshooting steps that you've done?

Looking forward to your response.

Thanks,

Edward

[kholmar]

the issue has been ongoing since I first installed it in October'ish 2021
I recently talked support into sending me a replacement but that did not fix the issue.
It is a 3rd Generation Nest Learning Thermostat

I have done just about everything one can think of but I will try to list.
I moved everything near it away from it.
I moved the router a few feet so it had DIRECT line of sight less than 10 feet away, the normal router location is about 15 feet away on the other side of ONE sheet of sheetrock. No difference.
When the APP and website claims it is offline, I check the thermostat and it says it is connected to wifi and connected to the account.
When the APP and website claims it is offline, I can ping it from my local area network.
When the APP and website claims it is offline, my network monitoring app shows it connected with a signal strength of RSSI-28 or better.

I am REASONABLY certain it is not actually offline, it is just losing handshake with the Google/NEST 'cloud account' or whatever you want to call it.

thanks in advance!

Bill

PS there are 30+ other devices connected to my local network and the only other device that goes off line is a camera in my garage with a weak wi-fi connection, it actually DOES go offline for a minute or two, the thermostat loses handshake for 30+ minutes on each occurrence.

[EdwardT]

Hi kholmar,

Thanks for the response and listing all the troubleshooting steps that you've done. Could you also share the case number of your interaction with our team so we could investigate further?

Thanks,

Edward

[kholmar]

sorry, I didn't keep any of the e-mails

some other way to look it up?

[EdwardT]

Hi kholmar,

Thanks for the response. We'd love to know more about this. Please fill out this form so we could investigate further.

Thanks,

Edward

[EdwardT]

Hi kholmar,

How's it going? Were you able to fill out the form? Let us know if you have questions and we'd be glad to assist.

Thanks,

Edward

[EdwardT]

Hi kholmar,

Just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

Edward

[kholmar]

form doesn't work

>>> Refresh this page and try again. Sorry, there was a problem with the form.

[EdwardT]

Hi kholmar,

Thanks for letting us know. I created a case for you and forwarded it to our team. Our team will reach out to you via email to further assist you. Please keep your lines open as they may reach out to you anytime soon. Also, please be advised that this thread will be locked after 24 hrs.

Thanks,

Edward